Inbound Call Handler

MTrec Ltd Commercial; Wallsend; Hybrid; GBP 18,000 - 24,000; Full time

Benefits offered by this job

Hybrid working

Newcastle office

Car parking onsite

26 days holidays incl. bank holidays

Cycle to work scheme

Free Flu Jabs

Metro pass loan

Employee Assistance Programme

Company Pension Scheme

Training programme

Long term career progression

Job summary

MTrec Commercial is seeking a permanent Customer Service Advisor for their Newcastle-based operation. You will manage inbound calls, provide quotations, and respond to emails in a fast-paced, friendly office.

The role requires IT literacy, clear communication, and a long-term commitment to the company. A Monday–Friday schedule with some Saturday hours and a potential hybrid option after probation is offered.

Qualifications

• Experience in a customer service role, ideally office-based with inbound calls.
• Confident telephone manner and clear communication.
• Strong spoken and written communication skills.
• Ability to respond to emails and use IT systems.
• Proven longevity and tenure in previous roles.

Responsibilities

• Handle inbound calls from clients and prospects.
• Provide quotations to customers using standard procedures.
• Respond to customer emails and assist with queries.
• Handle technical queries and document details for claims.
• Maintain accurate records to support efficient settlements and compliance.
• Make outbound calls when appropriate and update claims with salient points.

Skills

Customer service

IT literate

Telephone manners

Written communication

Longevity

CRM software

Tools

CRM software

Job description

Rewards and Benefits on offer:

• You will only be working Monday to Friday, and from the hours of 09:00 - 19:00. Though only 8-hour shifts.
• You will also be required to work every other Saturday, from 09:00 - 13:00.
• A permanent contract from day one.
• Working with a friendly customer base.
• Superb team culture - everyone is very friendly, warm, and welcoming.
• An excellent training programme for the first 4 weeks.
• Option for hybrid working, following successful completion of probation/training period.
• Newcastle based offices.
• Car Parking facilities onsite.
• 25 days holidays + bank holidays increasing to 28 after 5 years
• Cycle to work scheme
• Free Flu Jabs around flu season for those that wish to have them
• Metro pass season ticket loan
• EAP - Employee Assistance Programme
• Company Pension Scheme
• A very secure, very well-established employer, with long term career progression.

Your New Career Opportunity:

MTrec Commercial is proudly representing our incredibly prestigious award-winning Newcastle based client with their plans for growth and expansion, for their state-of-the-art Customer Service operation.

They are now looking to recruit a permanent Customer Service Advisor as soon as possible to join their highly trained team and to work in an unbelievable office environment.

If you have a background in customer services and you can provide a great customer experience, you must be IT literate, experienced in dealing with customers in a professional manner and be able to also respond to customer service calls and emails.

You will be joining a truly expanding and dynamic company, a superb team-based culture, and huge opportunities to progress and advance your career. The company are looking for committed and hard-working customer service orientated individuals who are looking for a long-term permanent job opportunity.

The job you will be doing:

• Managing inbound telephone calls from clients and prospective clients.
• Offering appropriate quotations to customers using relevant procedures and systems. Relaying this information to the client in a durable and understandable medium.
• Responding to customer emails.
• Assisting with technical queries.
• Competent/compliant knowledge of all products and services offered to both commercial and retail customers ensuring all sales/files are processed in a compliant manner.
• First line response to incoming calls
• Accurately and speedily set up new claims
• Accurate recording allowing speedy closure and optimum settlement in accordance with targets and statutory limits.
• Professional handling of calls to ascertain liability and move forward in a positive manner.
• Record all relevant information to reduce potential costs and identify indemnity concerns.
• Makes outbound calls when appropriate
• Applies relevant notes to claims so that the next handler is fully aware of salient points of claim.
• Accurately setting up of new claims with all preliminary tasks completed.
• Proactively manages third party captures.
• Communicates with brokers where necessary.

About you:

Experience within a customer service type background - ideally, we are looking for someone who has worked in an office-based setting and received inbound calls. This could be from any office type environment; the business sector is completely open.

An essential requirement is being able to demonstrate good longevity and tenure in your job roles.

Confident telephone manner and to be able to present to your customers in a clear and concise manner.

Strong spoken and written communication skills.

You must be IT iterate and be able to provide a customer service response via emails where required.

Key qualities to possess for the role are a positive, friendly and customer orientated attitude

High attention to detail

Strong time management and organisational skills

A pro-active attitude with a self-starter attitude

You will be looking for a long-term career move